topic Re: Pending court case - unresolved tech issue in Mobile Services

Pending court case - unresolved tech issue

HopeCansdale — Sat, 15 Apr 2023 14:43:46 GMT

Today I have had to file with the small claims court against EE but I’m hoping someone can find a solution to my problem before it gets to a judge.

Signed up to EE on a pay monthly, 24 month contract in October 2022.

Went to Brazil in December 2022, despite adding travel pass to my phone before going I wasn’t able to use my phone abroad. Called EE through my work Teams as had no signal the entire week. Went through level 1 tech support, then level 2, then escalated to some Special Services team. Was promised it was fixed their side but took 5 days to contact me and was told I wouldn’t know for sure until I went abroad again.

This week I am in Greece and unsurprisingly my phone isn’t fixed. I have called again and gone through yet again level 1 and level 2 who have refused to escalate for 2 days until today. 5 hours on the phone to be told that this special cases team won’t be able to resolve it for 5 days in which time I’ll be back in the UK. Their suggestion…I book a 2 week trip abroad to call them on day 1…

I have done the following:

- turned phone off and on

- done a master factory settings reset of entire iPhone 12

- put my SIM card in my partners phone (it doesn’t work but his does work in my phone (he’s also EE)

- level 1 network refresh

- spend cap added and removed

- data roaming ability removed then added again

- sim pull x2

If anyone has any suggestions on what may be wrong with my phone then please let me know.

Re: Pending court case - unresolved tech issue

Chris_B — Sat, 15 Apr 2023 15:47:46 GMT

@HopeCansdale Purchasing add ons doesn’t enable roaming it’s an add on to keep costs down. You need to have roaming enabled on your EE account in order to connect to a roaming network these are not the same thing. Did you have roaming enabled on your EE account? Did you text ROAMING to 150 before you left the UK to make sure roaming was enabled on your EE account? If roaming is enabled on your account have you tried a manual network search? Have you tried just restarting the device?

Re: Pending court case - unresolved tech issue

HopeCansdale — Sat, 15 Apr 2023 16:19:06 GMT

Hi,

Yes I called EE and as far as they can see it is set up as roaming on my account.

Tried a manual search; gives me 3 options, click on any of them and it doesn’t join them. They are all Vodafone networks and not EE networks too.

And yes, as the OP says, I have turned the phone off and on multiple times, hard resets and a restore factory settings.

Level 2 tech services today told me there was nothing more they could do and they didn’t know what the issue was so have sent me £30 and a letter to the ombudsman so I can request to cancel my contract with immediate affect without charge as they are refusing to do this.

Re: Pending court case - unresolved tech issue

bristolian — Sat, 15 Apr 2023 17:03:06 GMT

Pursuing issues such as this through CS and escalating as necessary, is the best course of action.

Court judges will expect you to mitigate your case and treat legal action as an absolute last resort - this generally means exhausting any ADR scheme available.

Re: Pending court case - unresolved tech issue

HopeCansdale — Sat, 15 Apr 2023 17:47:23 GMT

Thank you.
First step will be ombudsman to see if they can help but if they can’t get the resolution I need I will pursue through small claims court.